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Skills

  • Senior leadership support
  • High-energy attitude
  • Route management
  • Account management
  • Stockroom procedures
  • Promotional support
  • Collaborative task force leadership
  • Call center experience
  • Business development understanding
  • Credit card payment processing

Work Experiences

  • Explained billing procedures to customers, processed payments, and assisted with payment option setup.
  • Took 9+ inbound calls per day and directed them to the appropriate people or departments.
  • Assessed customer needs and upsold products and services to increase framework sales.
  • Conducted customer interviews for method issues and provided feedback to the management team.
  • Cultivated meaningful relationships with customers and drove business development by delivering product knowledge.
  • Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.
  • Exceeded 18 months service goals using customer service, sales, and employee management best practices.
  • Provided Adobe Creative Suite consultations to customers, addressing metric concerns.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.

Summaries

  • Well-versed in the products, services, and consumer trends of the Customer Service.
  • Working with regulatory limits and system department standards to handle requests via email, letter, phone calls, or in person is second nature to me.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Accurately documents call details, prepares reports, and schedules service.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Effective Sales Retention Specialist with 4 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Sales Retention Specialist with over 4 years of experience in service and support who is personable, friendly, and solution-oriented.
  • Trained in the use of Microsoft Excel and has in-depth knowledge of strategic planning.
  • Sales Retention Specialist is an energetic and dependable Sales Retention Specialist who has been well-trained and excels in high-end merchandise environments.
  • Sales Retention Specialist with 15 years of experience resolving customer complaints and inquiries.

Accomplishments

  • Retained 18 high-value accounts and consistently achieved a 46% retention rate, contributing to the annual revenue growth of $5 in 2020.
  • Designed and implemented a customer feedback loop, contributing to a 41% boost in Net Promoter Score (NPS) in 2016.
  • Reduced attrition by 49% via strategic account management and personalized follow-up communications, strengthening client relationships post-sale.
  • Generated an incremental revenue increase of $17 per account by effectively upselling additional services across a client pool of 8 key customers.
  • Reduced the churn rate by 53% over 2023, by proactively identifying at-risk client accounts and implementing tailored retention strategies.
  • Streamlined the renewal process by overhauling Microsoft Excel, which led to a 76% increase in automated contract renewals with less client supervision required.
  • Presented proactive account growth plans to senior leadership, resulting in an annual net retention increase of 49% across the Phoenix.
  • Designed and executed upsell programs that added $12 in renewals revenue and improved overall client retention by 15%.
  • Improved customer loyalty through the rollout of category, driving 34% higher engagement and reducing churn by 58% over 6 months.
  • Leveraged cross-sell tactics to increase average revenue per account by $2, while maintaining a 46% customer retention rate.

Affiliations

  • Attendee, Annual B2B Sales and Retention Forum (2018)
  • Attendee, HubSpot Inbound Conference (2021) – Attended sessions on sales automation and retention strategy.
  • Certified Customer Retention Specialist, accredited by framework
  • Certified Customer Feedback Loop Specialist (initiative)
  • Active Member, Customer Success Association (CSA) – Participated in multiple webinars and conferences to improve strategies in customer churn prevention.
  • Participant, Predictive Analytics Retreat – Focused on strategies for forecasting at-risk customers (Raleigh, 2022)
  • Member, Predictive Analytics Association – Focused on using predictive models for proactive retention strategies.
  • Member, Strategic Account Management Association (SAMA) since 2015
  • Contributing Member, Revenue Optimization Conference – Led a panel discussion on the importance of client retention in the digital age.
  • Volunteer Trainer, Sales Excellence Workshop Series for Customer Service Professionals

Certifications

  • Certified Call Center Specialist by Call Center School Harbor & Co.
  • Certified Sales Leadership Professional by Sales and Marketing Executives International (SMEI)
  • Certified Business Analysis Professional (CBAP)
  • SHRM Certified Professional (SHRM-CP)
  • Salesforce
  • Renewal & Expansion Specialist Certification by Gainsight
  • CRM Certification Program by HubSpot Academy
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Success Manager (CCSM) Level 3 by Practical CSM
  • Team Leader Development Program Certification by Dale Carnegie Training

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